Service Desk Associate

Mindcom Technologies India Pvt. Ltd.

servicedesk l1 & l2:

�� accept incidents/requests.

�� log incident/request tickets in it service desk tool.

�� tickets to be recorded with correct category, severity, description, and workplace user information as per the predefined matrix.

�� assign incidents/requests to the appropriate technical resolver group and categorize them into the appropriate severity or priority group.

�� route incidents to vendors for issues pertaining to dc, network, security, and application support services. end-user workplace tickets to be managed by customer's end-user support vendor.

�� follow up with customer's technical team for incident/request status and manage notifications, including necessary escalations.

�� escalate tickets that have breached service levels.

�� log calls with customers�� vendors and coordinate for hardware, firmware, and oem-related calls for assets listed in service baselines (pertaining to dc/dr, network, security, and application support services scope).

�� vendor coordination, handling functional escalation from helpdesk executives.

�� remote support to customer��s end-users by remote device management.

• Experience

  1 - 3 Years

• No. of Openings

  40

• Education

  B.C.A, B.E, B.Tech, Diploma, Professional Degree

• Role

  Service Desk Associate

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office